Elizabeth Churchill
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Last activity
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Activity overview
Latest activity by Elizabeth Churchill-
Elizabeth Churchill created a post,
Knowledge base labels
Hi, Is there a way to view all the labels that I am currently using in the knowledge base? I want to clean them up but it would be nice to see what ones are currently being used. I did try to filte...
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Elizabeth Churchill commented,
Hi, I am trying to determine the talk time and wrap-up time for the month as well as the talk time average and wrap-up time average for the month. I started with this query but when I do a differe...
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Elizabeth Churchill commented,
I need two metrics 1. the time from when the agent starts talking to the customer to when that call ends 2. the wrap up time how do i extract these datasets? Liz
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Elizabeth Churchill commented,
Hi, I'm not sure if this is possible. I have pending tickets. I would like to automatically mark these as solved after 7 days if there is no response from the customer. I can do that. I would like ...
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Elizabeth Churchill commented,
Here is a scenario: The customer calls to ask a question. Many times we need to email information to the customer after the phone call. How would I determine, say for the month, the number of init...
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Elizabeth Churchill commented,
Hi, I would like to know how many talk tickets are followed up by an email from the agent. How would I do that? Liz
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Elizabeth Churchill commented,
Hi In your example in the number of voicemail calls (52) included in the inbound calls (415). So is this telling me that of 415 IB calls, 52 of these were directed to voicemail? thanks, Liz
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Elizabeth Churchill commented,
I too would like the ability to deactivate values in custom fields instead of deleting them. A team member recently updated a field value. I'm guessing that means I cannot get data associated with ...
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Elizabeth Churchill commented,
Thanks. But I cannot seee Tickets created - Daily average. Here is what I see for choices.
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Elizabeth Churchill commented,
It does thanks! I have another question. I am trying to determine the average number of tickets created per week per shift over a given time period. I have two shifts created - a day shift 6pm-8a...